Contact Officer

Job type:
5 months
Parity Resourcing Solutions
flag_no United Kingdom
project ID:

This project is archived and not active any more.
You will find vacant projects in our project database.

Our key rail client urgently require an Executive Contact Officer to join their team in Milton Keynes on a contract basis.

You will work directly with the Chief Executive and Executive PA's, aiming to deliver a first class and professional service to customers, including addressingthe most sensitive enquiries and grievances raised through the public complaints procedure.

Key Accountabilities

  • Take ownership of the most complex, sensitive public complaints and enquiries ensuring they are resolved in a timely manner.
  • To actively represent the customer throughout the organisation ensuring continuous improvement by highlighting any unusual events or trends and feeding back information to other members of the team and to the management team.
  • Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
  • To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the Manager for service improvements.
  • Writing clear, persuasive letters, proofreading copy to check for spelling and grammar
  • Prepare analysis of complaints received and provide information in order that remedial action is taken
  • Maintain an audit trail of complaints
  • Work closely with route communications teams in order to resolve issues within agreed timescales

Skills and Experience Required

* Impeccable telephone manner and excellent writing skills
* Fast working, resilient and calm under pressure
* Strong influencing skills at all levels
* Experience of working in a customer services/complaint handling environment
* Knowledge of the railway industry

If you feel you have the skills and experience required for this role, then please apply now for immediate consideration!

Parity - Source, Develop, Perform

Parity Resources Ltd acts in the capacity of an Employment Business when providing contract work finding services.